Sony strengthens support
Vendor reveals changes will take effect over coming months
Sony has today announced four key changes to the structure of its support services, which will take place over the next few months.
A new European Zone Wide Field Engineering support team will be created to provide access to more experts for both Sony’s key and contract customers. These experts will be available to assist in resolving complex or difficult repairs and technical queries, said Sony.
Sony will also expand its Authorised Service Centres to provide support for bench repair of established products, such as DVW, that will no longer be repaired in-house. Sony will continue to repair products in new technology areas, such as high definition.
Thirdly, Sony's UK Technical Helpdesk will be combined with Sony’s European Helpdesk, based at Basingstoke, providing access to a larger team of support personnel to field customer enquiries.
Finally, Sony announced the creation of a Central Repair Centre (CRC) based in Cologne. The new CRC is intended to become a centre of excellence in Europe, offering support on both new technology products and to support legacy products.
"All of these changes will help Sony deliver both operational efficiency as well as service improvements to its customers, including ownership of customer queries from dedicated engineers and access to more Sony experts," said the vendor.